Nikki Pampalone

Director, Experience DesignNationwide

Nikki is a Certified Customer Experience Professional (CCXP) focused on developing strategies to drive holistic, user-centered design solutions that support company business objectives by providing superior customer experiences. For over 18 years, Nikki has led digital strategy, experience architecture and user research for many of the world’s largest companies and successful brands, including the Smithsonian, Apple, Johnson & Johnson, Bank of America, Geek Squad, Corporation for National and Community Service, Dodge, Jeep and Chrysler.

As Director of Experience Strategy, Nikki oversees the team responsible for surfacing customer needs and expectations, turning insights into a common vision that inspires and facilitating alignment around actionable opportunities.

Recently, Nikki led the creation of a customer experience framework for Nationwide, while also serving as a key user experience strategist on the team responsible for bringing customer engagement to Nationwide.

Prior to Nationwide, Nikki held management positions on the User Experience Interaction Design team at Nationwide and at Organic Detroit.

While CX should be something that is every department’s responsibility, if there is no central body that oversees communications between the different silo-ed departments that work on cx (like an enterprise wide CX team, or a CX council or advisory board), it will be hard to achieve a holistic view of the customer and streamline brand experience and your mission might not be as effective. Join this session to hear about how to be operationalizing this concept within your institution. Panelists will discuss:

•What does your customer’s journey currently look like?

oDo you have different types of customers and thus different journeys you have to manage?

•What is the actual structure of your CX team?

oIs it centralized or decentralized?

oWhat department do you belong to? Or are you spread out across the org?

oHow many people are on the team?

oWhat do you all actually do? Are you more motivational, or operational?

•What departments across the organization have a hand in the journeys your different customers take?

oAre there other areas of your business that have ownership of traditional CX functions? Such as customer service, journey mapping, employee engagement?

•Given the structure you have, and the stakeholders that work on CX across the business, how do you best work together to improve the customer’s journey?

oHow can you show a connection between CX investments and ROI given the different goals each department that works on CX might have?

Check out the incredible speaker line-up to see who will be joining Nikki.